Benchmarks overview

Performance Analytics is used to collect
daily data on the customer instance. The data from the previous month is uploaded at the
beginning of the following month via a scheduled job. If there are any errors, there are
multiple retries.

During the month the data is uploaded, the data is aggregated and monthly results (your
instance results, and global results) are downloaded to the customer instance mid month. An
email notification is sent when the global data is available.

All ServiceNow customers are allowed
to participate in the Benchmarks program
by opting in from their ServiceNow
production instance, except:

Express customers

Federal customers

Customers with on-premise instances

Managed Service Providers (MSPs) and MSP-managed instances

Note: You must have a production instance to opt into the Benchmarks program.

Changing KPI configuration within the month requires one to two months of data collection
before your monthly values reflect that change.

Note: The Benchmark Scheduler (bm.scheduler)
user is added with Benchmarks. It is
required for Benchmarks data
collection.

Key features

16 available KPIs (13 ITSM, 3 ITOM)

Ability to change KPI definitions to match customizations

Benchmarks dashboard in Service Portal (mobile friendly)

Ability to download KPI reports

Email notification when new aggregate monthly data is available

Integration with Performance Analytics for daily data
collection and drill-down on KPI data

Table 1. Benefits

Benefit

Description

Global anonymity

Viewers in your organization have access benchmarks for your organization,
however the global benchmarks are anonymous and do not include any company
information.

Industry comparison

Industry is determined based on the standard industry code in the account
record for the company.

Number of users is determined by the number of ServiceNow active users
within the company, therefore you can compare your company to similar-sized ServiceNow implementations to
gain insight about your company.

Industry and company size categories are
combined when necessary to ensure that the number of customers in each category is
large enough to protect the anonymity of each company.

You can filter the
benchmarks results by industry or ServiceNow user size to make
the results more relevant to your organization.

Trends

You can see the results of all published KPIs as well as the previous six
months of history.

You can then use the trend data to measure and report on
service delivery progress over a period of time to determine what is working well
and what needs improvement.

Reports

Benchmarks reports get
refreshed monthly, which can be downloaded in PDF format. An email notification is
sent to the customer when new data is available.

Email Notification

Users with the Benchmarks admin
(sn_bm_client.benchmark_admin) role automatically receive email notification regarding
availability of monthly scores. You must have system admin (admin) role to modify the email
recipient list. Monthly results (your instance results, and global results) are downloaded
to the customer instance mid month.

An email containing notification information is sent when the monthly global data is
available.

Subject: New Monthly Benchmarks report is available now

Body: ServiceNow Benchmarks has been updated with <month> data. You can see the
updated Benchmarks by viewing the Benchmarks Dashboard <Benchmarks Dashboard Portal
link>

Benchmarks notification emails are
accessed using the System Settings > Notifications navigation menu.